Viewing Queued Chats
The following explains the interactions and how-to for Agents and Queued chats.
- To interact with queued chats, agents must set their status to available. To do so, click the Availability icon on the left-hand side next to the grayed out Omnichannel. When it is green the agent’s status is set to Available; a grey color indicates the setting is Unavailable.
- On the left, if Agent is available they will see Queued Chats
- Click on the name of the Queued Chat to interact with it.
- If Agent wishes to take Queued Chat, go to the bottom and click Take it!. Once an Agent has taken a queued chat it is no longer shown on other Agent’s queued chats and must be handled by the Agent that accepted it into theie Chats in Progress. Refer to Omnichannel: Chats in Progress for additional details.